Director-Technology Delivery - eCRMS

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

About the Organization 

The Enterprise CRM Solutions team was created in 2024 as part of the company’s Framework for Winning. Core to our purpose is reimagining the platform solution-delivery model to dramatically improve strategic agility, speed to market, delivery effectiveness, and transparency. The Enterprise Customer Relationship Management Solutions (ECRMS) team creates solutions for the Sales and Customer Domain via enterprise platforms by harnessing the power of Data, Machine Learning, and Artificial Intelligence to enable powerful selling and re-selling engines. These solutions support Sales, Account Development, and Marketing teams across the enterprise. 

C360 is a core enterprise platform supporting a large portion of Lines of Business (LOBs) and Centers of Excellence (COEs) at Amex. The platform operates across Scaled Agile Framework (SAFe), Kanban, VCC, and Innersourcing models. The C360 Agile Release Train (ART) encompasses over 20 scrum teams, with mature intake processes and deep integration with Lean Portfolio Management (LPM) and Technology Finance. C360 also includes Customer Demographic Orchestration (CDO), an additional agile train, and serves as a System of Record (SOR) for critical customer data, requiring robust data governance, audit collaboration, and regulatory oversight. This role also leads financial adherence and epic-level spend tracking across the full portfolio. 

Role Summary 

We are seeking a Director, Technology Delivery to lead large-scale, enterprise-critical technology programs and ensure they are set up for sustained success through strong delivery foundations, transparent execution, and trusted executive partnership. This role is accountable for driving predictable outcomes across highly complex, multi-train initiatives while influencing senior leadership through data-driven insights and clear, transparent reporting. 

This position will primarily lead Project Diamond and will also support the successful delivery of the Bedrock sales initiative. The Director will shape delivery strategy, enable cross-domain alignment, and accelerate execution through the adoption of AI-driven delivery practices and tooling. 

Key Responsibilities 

• Enterprise Program Leadership & Strategic Impact 
• Leads delivery for large, multi-year enterprise programs with significant business, financial, and organizational impact 
• Establishes strong program foundations including governance, operating models, and execution rhythms 
• Partners with executive sponsors to shape delivery strategy and proactively manage risk 
• Acts as a trusted advisor influencing senior leadership decisions 

Strategic Delivery & Execution 

• Directs enterprise-scale technology programs 
• Orchestrates Agile Release Trains and leads PI Planning
• Manages risks, dependencies, and delivery impediments 
• Drives continuous improvement through Inspect & Adapt 

AI-Driven Delivery Acceleration 

• Leads adoption of AI-driven delivery acceleration strategies 
• Applies analytics and automation to improve predictability and speed 
• Partners with engineering and data teams to embed AI into workflows 

Transparency, Governance & Financial Stewardship 

• Provides transparent, data-driven reporting to leadership 
• Oversees portfolio-level financial tracking and epic spend adherence 
• Ensures compliance with governance, audit, and regulatory requirements 

People Leadership 

• Develops and mentors high-performing delivery leaders
•  Builds strong succession pipelines and bench strength 
• Leads teams through change with empathy and clarity 

Education & Experience 

• Bachelor’s degree or equivalent experience; advanced degree preferred 
• Proven success leading large-scale enterprise technology programs 
• Deep experience in Agile, SDLC, and scaled delivery environments 

Certifications (Preferred) 

- SPC, SAFe Agilist, PMI-ACP, or PMP 

Salary Range: $144,250.00 to $256,250.00 annually + bonus + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.